Executive Customer Service
Job Summary
This role is responsible for handling policy servicing transactions and delivering high-quality customer service. The position focuses on providing excellent support to policy owners and business partners through various communication channels. Additionally, the role ensures accurate and timely processing of financial and non-financial transactions while maintaining operational efficiency.
Responsibilities
- Handle policy servicing transactions and enquiries
- Process financial and non-financial transactions accurately
- Ensure high-quality customer service delivery
- Manage file retention and regulatory reporting (CRS/FATCA)
Required Skills
- 3+ years insurance operations experience
- Fluent in Chinese (written/verbal)
- Knowledge of AML, FATCA, and CRS
- Proficiency in MS Office and Copilot
Job Details
Responsibilities:
- Collaborate with business partner and different internal teams to deliver quality customer service.
- Handle enquiry/feedback/complaint from internal and external customers through different means of contact including but not limited to letter, email, audio/video call, in person meeting, etc.
- Process financial and non-financial policy servicing transactions indifferent administration systems in complying to the process guidelines, target turn around time and with zero error.
- Ensure a good follow-through of customer’s service request up to its completion.
- Report daily operations issues to team leader with proposed feasible solution.
- Manage the file retention and destruction process.
- Assist with CRS & FATCA reporting/submission and participate in ad hoc projects or tasks if assigned.
- Back up other team member to ensure service continuity.
- Comply with internal policies, procedures and the relevant laws and regulations.
- Perform any projects or work assigned.
Requirements:
- High diploma or equivalent. Having a professional qualification such as FLMI is an advantage.
- At least 3 years of insurance operations experience in insurance industry, preferably in the High-Net-Worth Insurance Sector.
- Ability to read and review Chinese-language documents and handle any verbal queries in Chinese.
- Understanding of different entity structure, AML guidelines, FATCA and CRS requirements.
- Able to work independently and under pressure with growth mindset.
- Customer focus with a desire to provide excellent customer service.
- Have good problem-solving skills and written communication skills.
- Good interpersonal and collaboration skills.
- Good team player and accountable.
- Have good organization skills and attention to details.
- Proficiency in MS office, copilot, Excel, Word, PowerPoint.